Customer Experience Analyst in Bucuresti

Summary The Customer Experience Analyst will deliver analysis of the customer experience to identify, recommend and support customer experience enhancements. Assess customer and internal processes that impact the customer experience and design and implement initiatives to improve the customer journey. Key Responsibilities Work with key stakeholders to understand customer experience improvement opportunities Engage with Insights team to analyze qualitative and quantitative data and identify opportunities to improve the customer experience Engage with customers to understand challenges and develop improvement plans Review and document current processes as part of gap or root cause analysis and input to improvement initiatives; identify gaps that may be contributing to overall business and customer experience results. Leverage agile methodology and sprint planning to develop and deploy systematic action to fix and prevent recurrence of issues in order to create additional value for the customer and for Finastra, working seamlessly across Product, GTM, Support and IT domains to enable change, rapidly. Work with cross functional team to synthesize findings, develop solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives. Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews. Key Qualifications: University degree in related field with three to five years related experience Proven ability to apply quantitative data analysis techniques to improve work processes. Strong organizational and project management skills. Strong analytical and problem-solving skills; proven experience in consulting or improving business and/or customer experience processes. Good written and oral communication skills; strong interpersonal communication and ability to work well in teams. Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts. Experience working in an emerging and rapidly changing environment. Demonstrated ability to meet deadlines, even in a demanding and changing environment Experienced in navigating ambiguity and change with an entrepreneurial mindset. Strong background in customer experience, research and analytics techniques, customer strategy, process improvement, design thinking, agile methodology, and performance management. Customer management experience such as voice of customer, customer support, customer intelligence, and customer loyalty. Confident to challenge status quo; change agent Finastra product experience preferred